Customer Experience Lead

Office:
Full-time, Riyadh-based. We’ve got a sweet office near the Boulevard, and we’d love to have you in it.

Parents are one of the most powerful levers in a student's success — but only when they know what to do and when. Over-involved parents create anxiety. Disengaged parents create drift. The gap between the two is a design problem, and this role owns it.

We're looking for someone to build our parent journey from scratch: map every phase of the parent experience, define what parents need to know, feel, and do at each moment, and work across teams to make sure those moments are delivered consistently. This isn't an execution role — it's a design and cross-functional ownership role. You define the framework; you work with others to bring it to life.

• Build the parent journey map — map the full parent experience across different student profiles and phases of the academic year.
• For each phase, answer three questions: what does a parent need to know, what do they need to feel, and what do they need to do?
• Turn this into a shared, living artifact — not a one-time document, but something the team actively uses and updates.

• Design the "step in / step back" framework — define the signals that tell a parent when to act, what acting looks like concretely, and when to hold back.
• Make the right action obvious and frictionless at every phase — so parents don't have to guess, and neither does the team supporting them.

• Own parent-facing moments — define the purpose of each parent touchpoint: events, communications, milestone moments. What should a parent walk away knowing, feeling, and planning to do?
• Collaborate with the relevant owners to deliver these moments, and close the loop afterward — what landed, what didn't, and what that tells you about the journey.

• Keep the journey current through parent feedback — synthesize surveys, support inputs, and event feedback into specific, prioritized journey problems.
• Use this signal to update the map and surface where the experience is breaking down.

• 3 years of experience in journey design, product management, or a program-facing role.
• Clear, structured thinking. You can take a year-long, multi-touchpoint relationship and reduce it to something coherent and actionable.
• Cross-functional ownership: you've shipped things through other teams, not just your own, and you know how to stay accountable for outcomes without controlling every step.
• Strong Arabic communication skills, written and spoken.
• Comfort with qualitative synthesis — turning surveys, interviews, and tickets into clear insight and specific recommendations.

• Simplify complexity rather than add to it. Your instinct when facing a messy situation is to find the structure inside it.
• Communicate directly — with the teams you collaborate with and the audiences you design for.